Malinally Otero
Port Saint Lucie,FL
Summary
Accountable Insurance Representative with excellent client management and insurance plan promotion. Highly effective juggler of multiple competing responsibilities simultaneously. Proven history of exceptional time management and customer service.
Excellent communicator and dependable team player with strong understanding of insurance industry. Adept at building relationships with clients, brokers and other stakeholders while delivering outstanding service. Highly organized and detail-oriented with strong ability to identify potential risks and develop solutions.
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level position. Ready to help team achieve company goals.
Overview
33
33
years of professional experience
Work History
Insurance Agent
Advise Insurance
06.2021 - 04.2022
- Built relationships with clients using active listening and issue resolution to provide excellent service.
- Maintained high standards of customer service by building relationships with clients.
- Developed sales leads from direct referrals, networking and targeted marketing campaigns.
- Upsold additional products and services after identifying customer needs and requirements like dental and vision plans.
- Calculated quotes and educated potential clients on insurance options.
- Assistant Team Lead responsible for helping with training (carriers and systems), certifications, compliance, and script translations.
Licensed Insurance Agent
Unified Health
03.2021 - 05.2021
- Followed up promptly with interested clients to close sales.
- Cultivated relationships with clients to identify and meet insurance needs and establish trust and rapport.
- Customized existing insurance programs to suit individual client needs by analyzing specific requirements.
Customer service representative
Everise
12.2020 - 03.2021
- Exhibited high energy and professionalism when dealing with clients and staff.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Documented and detailed calls and complaints using call center's CRM database.
- Met customer call guidelines for service levels, handle time and productivity.
- Investigated and resolved customer inquiries and complaints quickly.
- Responded proactively and positively to rapid change.
Licensed Insurance Agent
Everise - Aon Hewitt
06.2020 - 12.2020
- Generated quotes and proposals for clients to match individual needs.
- Cultivated relationships with clients to identify and meet insurance needs and establish trust and rapport.
- Spent ample time with each customer, verbally reviewing, and explaining documents for client comprehension.
- Worked to accommodate new and different insurance requests and explored new value opportunities to optimize insurance agency reputation.
Customer Service Representative
Edgepark Medical Supplies
01.2018 - 06.2020
- Order placement and order status of medical supplies regarding diabetes, ostomy, wound care, urology, enteral, incontinence, etc.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Provided primary customer support to internal and external customers.
- Responded to customer requests for products, services, and company information.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
Customer Service Representative
Liberty Medical Supplies
04.2016 - 01.2018
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Provided primary customer support to internal and external customers.
- Responded to customer requests for products, services, and company information.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Promptly responded to inquiries and requests from prospective customers.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Developed and updated databases to handle customer data.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Spcialist in Continuous Glucose Monitoring System for Dexcom and Medtronic, verification of clinical notes required by insurance companies to approve orders.
Inbound call center Customer Service
Silver Script Insurance Company, CVS Caremark
07.2014 - 03.2016
- Medicare part D eligibility
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Provided primary customer support to internal and external customers.
- Responded to customer requests for products, services, and company information.
- Promptly responded to inquiries and requests from prospective customers.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Enrollment, Test claims and order placement for prescription, process payments.
Account Manager, Graphic Designer
VIP Design & Printing
03.2011 - 07.2014
- Coordinated with external vendors and suppliers to verify quality and accuracy of printed materials.
- Worked with design systems to develop and present prototypes for focus group evaluation.
- Developed and implemented strategies to increase client retention.
- Facilitated client satisfaction and renewed customer relations to drive growth.
- Evaluated client needs and developed tailored solutions to increase positive customer ratings.
- Mentored junior designers and provided design guidance to improve standards of overall team output.
- Completed final touches for projects before rollout.
- Addressed problems with accounting, billing, and service delivery to maintain and enhance client satisfaction.
- Educated clients on new products or services to increase customer engagement with brand.
- Developed creative design for print materials, brochures, banners, and signs.
- Researched trends and projected industry changes to capitalize on emerging opportunities.
Account Manager, Graphic Designer
Xpressions Design & Printing
08.2006 - 05.2009
- Coordinated with external vendors and suppliers to verify quality and accuracy of printed materials.
- Worked with design systems to develop and present prototypes for focus group evaluation.
- Developed and implemented strategies to increase client retention.
- Facilitated client satisfaction and renewed customer relations to drive growth.
- Evaluated client needs and developed tailored solutions to increase positive customer ratings.
- Completed final touches for projects before rollout.
- Addressed problems with accounting, billing, and service delivery to maintain and enhance client satisfaction.
- Completed final touches for projects such as images sizes and font selection.
- Developed creative design for print materials, brochures, banners, and signs.
- Reviewed and mitigated discrepancies to increase sales, reduce costs and streamline processes.
Customer Service Specialist, Party Planner
Celebration
11.2002 - 02.2005
- Brainstormed and implemented creative event concepts and themes.
- Tracked customer service cases and updated service software with customer information.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Inspected event facilities to confirm conformance to customer requirements.
- Attended conferences and events to stay up-to-date with industry trends and planning standards.
- Coordinated schedules and timelines for events.
- Handled customer inquiries and suggestions courteously and professionally.
- Coordinated florists, photographers, and musicians for events.
- Performed event coordination for larger parties and gatherings.
- Created and maintained event expenditures, budgets and timelines in job-related software.
Sales Account Manager
Veleta Corp
03.1998 - 05.2002
- Handled highest volume account in the territory, generating more than sales.
- Negotiated prices, terms of sale and service agreements.
- Attracted new accounts through targeted client development.
- Created proposals for new and repeat customer business transactions.
- Monitored market activity and quoted pricing to maintain healthy profit margins.
- Directed sales support staff in administrative tasks to help sales reps close deals.
Public Relations Coordinator
Executives Associates of Venezuela
05.1997 - 02.2002
- Collaborated with external PR firms, as well as internal sales and marketing managers, to determine branding, product positioning and media messages.
- Managed internal, external and crisis communications.
- Planned and organized seminars, meetings and retreats.
- Supervised and monitored media purchasing from media outlets.
- Conducted market analysis and monitored competitive activity.
- Aligned projects and daily activities with company vision, strategies and tactics.
- Supplied marketing expertise to all company departments.
- Achieved company objectives by leveraging internal resources and collaborating with colleagues.
- Coordinated and managed sponsorships and sponsorship activation.
Front Desk Associate
Playa El Agua Hotel
02.1995 - 04.1997
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Performed basic daily bookkeeping tasks.
- Entered and updated sensitive customer information during check-ins and room changes.
- Confirmed important personal and payment information for compliance with security and payment card industry standards.
- Issued room keys to guests upon check-in and answered questions regarding proper use.
- Answered customer telephone calls promptly and appropriately handled needs.
- Acquired in-depth knowledge of surrounding area to offer guests with information about dining options, entertainment, and shopping activities.
- Introduced customers to resort amenities with pleasant and helpful demeanor.
- Stored guest valuables in safe and individual boxes for security.
- Calculated billings and posted charges to room accounts, reviewing charges with guests at checkout.
- Answered guest questions and referred to local points of interest.
- Collected room deposits, fees, and payments.
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Maintained cleanliness and organization of front desk area.
- Maintained transaction security by verifying payment cards against identification.
Flight Attendant
Servivensa - Laser
01.1989 - 02.1992
- Performed pre-flight safety checks to verify oxygen masks, life jackets and other emergency equipment in good working order.
- Completed pre-flight safety checks to reinforce passenger safety.
- Welcomed passengers aboard and provided overview of safety procedures.
- Resolved passenger conflicts and medical emergencies during flights.
- Monitored cabin during flights and responded to passenger inquiries or issues.
- Ensured safety and comfort of customers onboard aircraft.
- Facilitated boarding process by greeting passengers upon arrival to aircraft and providing direction to seats.
- Served beverages and food items from refreshment carts and provided information about in-flight offerings to passengers.
Education
Facial Specialist -
ASFA
Miami, FL (online)2022
Life Insurance License 0215 -
Florida Department of Financial Services
Online2020
Skincare Formulation - Skincare Formulation
Formula Botanica
London, UK (online)2020
Resident Insurance License 0240 -
Florida of Financial Services
Online2017
Notary Public - Notary Public
Florida Notary Public Association
Online04.2014
Bachelor of Arts - Graphic Design
Escuale Superior De Diseño
Caracas, Venezuela06.2001
Associate of Applied Business - Public Relations
Instituto De Nuevas Profesiones
Caracas, Venezuela06.1997
High School Diploma -
IEFD
Caracas, Venezuela06.1988
Skills
Proficient in:
- Use of Microsoft Office Suite including Word, Excel, Outlook, and Internet Explorer
- Wide range of computer skills and basics office systems
- Skilled and managing sensitive issues with diplomacy and objectivity
- Excellent at follow-up and accurate detail work
- Self-motivated, initiative, maintains high level of energy
- Email Marketing
- Customer Follow-Up
- Vision and Dental Insurance
- Quotes and Sales
- Medicare Compliance
- Insurance Coverage Verification
- Client Account Management
- Marketing Management
- Licensing Requirements
- Call Center Customer Service
Languages
Spanish
Native or Bilingual
Timeline
Insurance Agent
Advise Insurance
06.2021 - 04.2022
Licensed Insurance Agent
Unified Health
03.2021 - 05.2021
Customer service representative
Everise
12.2020 - 03.2021
Licensed Insurance Agent
Everise - Aon Hewitt
06.2020 - 12.2020
Customer Service Representative
Edgepark Medical Supplies
01.2018 - 06.2020
Customer Service Representative
Liberty Medical Supplies
04.2016 - 01.2018
Inbound call center Customer Service
Silver Script Insurance Company, CVS Caremark
07.2014 - 03.2016
Account Manager, Graphic Designer
VIP Design & Printing
03.2011 - 07.2014
Account Manager, Graphic Designer
Xpressions Design & Printing
08.2006 - 05.2009
Customer Service Specialist, Party Planner
Celebration
11.2002 - 02.2005
Sales Account Manager
Veleta Corp
03.1998 - 05.2002
Public Relations Coordinator
Executives Associates of Venezuela
05.1997 - 02.2002
Front Desk Associate
Playa El Agua Hotel
02.1995 - 04.1997
Flight Attendant
Servivensa - Laser
01.1989 - 02.1992
Facial Specialist -
ASFA
Life Insurance License 0215 -
Florida Department of Financial Services
Skincare Formulation - Skincare Formulation
Formula Botanica
Resident Insurance License 0240 -
Florida of Financial Services
Notary Public - Notary Public
Florida Notary Public Association
Bachelor of Arts - Graphic Design
Escuale Superior De Diseño
Associate of Applied Business - Public Relations
Instituto De Nuevas Profesiones
High School Diploma -
IEFD
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